Following the Rules with Governance

Analytics-based governance keeps our contact centers running in full compliance with internal best practices, legal regulations, and more.

Our Governance Team defines goals, guidelines and terms across the organization; communicates with internal departments on these specifics so that everyone is on the same page; uses data to measure adherence to goals, guidelines and terms; and implements useful monitoring and auditing strategies. As part of Analytics Services, our Governance Team offers real-time visual presentations of data with calculated results and dashboards. This type of analysis measures adherence of results to set goals, guidelines and contractual terms.

Most simply, our Governance solutions provide another set of eyes helping to check all the important details that make a difference to our clients. The team develops reporting to check for conditions to be met and establishes notifications when they are not. For instance, in the case of natural disasters, we might shut-down certain area codes so we’re not calling those affected. Governance reports provide a safety-net to ensure that we don’t accidently make any calls into those locations, providing immediate alerts if there are discrepancies. Another example of our governance solutions includes ensuring that we’re adhering to contractual terms and obligations, then informing stakeholders if there is anything amiss.

Overall, Governance can be used in a contact center to ensure that your organization is one following all the rules.

 

 

Analytics – Real Time and Relevant

Our Business Analytics solutions have helped many organizations mine and analyze their existing data and turn it into interactive visualizations and easy-to-use analysis tools, focused on improving results and providing vital insight. Most importantly, we turn large amounts of data into something useful for our clients by doing things like determining pockets of your most callable records, figuring out the best times to call your campaigns, discovering who is most likely to buy your product or donate to your organization, proactively predicting the best Communicator to handle each phone call, or targeting businesses within a given area.

Most recently, we have been able to provide our call centers with the capability to see key KPIs that would help them manage their center more efficiently. These dashboards give them the ability to see a quick snapshot of such metrics as retention, hours tracking, management ratio, program results, and other important factors that are crucial in the day-to-day management of Communicators and programs.  They also have the ability to drill down into reporting connected to the dashboard to get a more detailed view and help pinpoint opportunities for improvement in a more timely fashion.

Tools like these are just an example of how we have been able to successfully build analytical solutions that are both real-time and usable, equating to smarter spending of your investment with us, achieving the best results possible and maximizing your ROI.

The Time is Now For Predictive Analytics

There’s no denying the fact that technology has transformed the contact center, allowing businesses to better care for customers, improve business processes and boost revenue. One such technology that’s affecting positive change within many organizations is predictive analytics.

In fact, the  analytics market is booming. Valued at roughly $694.6 million in 2013, the predictive analytics market is expected to triple by 2019, reaching more than $2.3 billion, according to market research firm Micromarket Monitor.

Predictive analytics is the process of extracting information from existing data sets to determine common patterns and predict future outcomes and trends. For contact centers analytics can help greatly improve customer satisfaction, reduce employee churn, and much more.

For example, by using this technology businesses can identify the behaviors consistent with customers who have stopped doing business with the company to understand whether those behaviors represent a potential risk of churn from current customers. This process can also be applied to reduce employee churn.

Besides improving customer and employee churn, analytics can help businesses make better, more informed business decisions. The New York Times, for example, used analytics to see the processes in which people become subscribers and used that data to influence more people to subscribe.

What’s more, the newspaper used the technology to determine what content topics generate the most engagement, and then shared that data with the marketing team so that they could create and promote content that would resonate best with customers.

As you can see, analytics has many uses within organizations from sales to customer service to marketing. If you want to keep agents informed, gain a more well-rounded view of consumers, and gain valuable insight to reap better contact center services ROI, then consider choosing a partner that has invested in business analytics technology.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.